1st Line Technical Support Technician

Job Purpose Summary

As a 1st Line Technical Support Technician, you will be responsible for providing initial

technical support to customers using DrayTek networking products such as routers, wireless

access points, and firewalls. You will handle incoming support tickets, provide basic

troubleshooting and configuration assistance, and escalate more complex issues to 1st Line

Engineers or 2nd Line Support. This is an ideal role for someone starting or progressing in

their technical support career, with a strong interest in networking technologies.

Responsibilities & Accountabilities

· Respond to incoming technical support queries via phone, email, and ticketing system.

· Assist customers with basic configuration and troubleshooting of:

· DrayTek routers and wireless devices

· Internet connectivity and Wi-Fi setup

· Basic LAN setup and port forwarding

· Perform initial incident triage to classify and prioritise tickets.

· Provide clear, accurate updates to customers and escalate issues outside your scope to Engineers or 2nd Line Support.

· Support users in performing firmware upgrades, password resets, and standard setup procedures.

· Document all support actions clearly in the ticketing system.

· Follow standard procedures for ticket handling and escalation.

· Refer to internal knowledge base articles to assist with troubleshooting and solutions.

· Help test and verify solutions under engineer guidance where required.

· Contribute feedback to improve team documentation and support processes.

Essential Skills, Qualifications & Attributes

· 6–12 months’ experience in a technical/customer support or helpdesk environment, preferably involving networking equipment, or a relevant degree.

· Familiarity with:

· Home or small business networking concepts

· DrayTek or similar products (e.g., TP-Link, Netgear, Ubiquiti) is an advantage

· Basic understanding of IP addressing, DNS, and DHCP

· Willingness to learn and grow technical skills, particularly in networking.

· Clear and professional communication skills—both written and verbal.

· Good attention to detail and ability to follow procedures.

· Able to remain calm and polite with customers, even when under pressure.

· Enthusiastic and curious about technology and troubleshooting.

Desirable:

· CompTIA ITF+, CompTIA A+, or Network+ (or working towards)

· Familiarity with remote support tools and basic command-line utilities (ping, tracert)

Person Profile

· Technically confident with a natural drive to resolve issues thoroughly and accurately.

· Effective under pressure; able to manage multiple priorities and time-sensitive escalations.

· Strong sense of ownership, accountability, and continuous improvement.

· Excellent written and verbal communication skills.

· Friendly and customer-oriented with a positive, can-do attitude.

· Eager to develop skills and take on new technical challenges.

· Comfortable working independently and able to manage personal workload.

· A team player who contributes to shared knowledge and collaboration.

· Reliable, punctual, and detail-focused.

CMS believes that a diverse and inclusive workforce enriches and is integral to the success of our company. We value diverse opinions and perspectives, and therefore welcome candidates from all backgrounds including but not limited to, ethnicity, gender, age, nationality, culture, religious beliefs, sexual orientation and neuro-diversity.